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Where is my order? The delivery deadline has passed, but I can't file a written complaint
I bought an item from the United States over a month ago and it was supposed to be brought to me this Thursday (the system showed me "delivery today"). Then after Thursday it said the estimated date was Friday. Friday came and, of course, they still didn’t bring it to me.
The last tracking update is from Thursday at 8 in the morning and it’s the third consecutive message of carrier prealert Information Event-NOT RECEIVED FROM RETAILER, one per day since April 30 and the package has been stuck without moving either; I don’t even know from where.
First of all I want to show my deepest frustration at the nonsense of holding a package in the United States for no reason, bought to be sent to Spain, for the third or fourth week of it being stuck and not sent from the Illinois hub. Nowhere in the world does a courier take this long. Nowhere! Under normal circumstances, with any company, the package would be at home in two weeks AT MOST!
Then secondly, the lack of information and help I have with this, when the time set by eBay itself has already passed for there to have been a complaint or claim form enabled in the "more actions" section, or in the "it hasn’t arrived" section, but nothing appears for me.
Instead of that, I’m told that it MAY still be on the way.
And why should I care about that?
No may about it. It had to be HERE NOW! And if there’s any delay or whatever (which is already a huge joke if we add it to the month and a bit that has passed since I paid for the purchase) then the normal thing is to be given timely updates with DAILY tracking statuses (today, May 3, it’s nowhere to be seen and apparently not expected either) and with an alternative fixed delivery date.
Instead, I’m left with an information symbol next to the message "DELAYED", in which the carrier has not set an updated expected delivery date.
So I don’t know where the package is, I don’t know why the carrier has gone 3 DAYS WITHOUT PASSING ON THE INFORMATION THE SYSTEM NEEDS FOR THINGS TO MOVE, and therefore it doesn’t pick up the package to deliver it to me on the expected date or whatever date, and of course, it doesn’t deliver it to me either.
And meanwhile, I can’t defend myself, because the system doesn’t show me a claim form and just keeps showing me a MAY over and over again, and I’m supposed to put up with that!
This is outrageous, to say the least!
cinthia@ebay
Hello @lanxart_xanathos,
Thank you for your message. I'm sorry to hear you've had this experience. On eBay, we have the eBay Customer Guarantee Protection to cover your purchase in situations like these, where you have not received your item. I suggest that you contact the seller directly in case the item has already been shipped, but the tracking number has not been updated, as this sometimes happens. If you do not receive a response from the seller, it is important that you check the estimated delivery date in your transaction, because our guarantee protects you up to 30 days after the estimated date.
Below, I’ll tell you how to open the request yourself so you can begin the process to request a refund and back up our guarantee, if you are still within these 30 days. You can open the case here, this will alert the seller to begin the refund process and the communication between the seller and you.
It's rare for sellers to ignore your request for help, but if you don't receive a response after a few days, you can request eBay's help if you go into the case from your account and click the option "Request eBay Help".
Best regards
Cinthia
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